AccountId: 011433970860
ContactId: c84b1520-797f-4b1c-9374-9775374f589c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253899 ms
Total Talk Time (AGENT): 132980 ms
Total Talk Time (CUSTOMER): 58489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c84b1520-797f-4b1c-9374-9775374f589c_20250328T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII]. Let me give you my account number. It's 2,566,030, and my date of birth is [PII]. Email address [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. Hold on one moment while I pull up your policy.
[CUSTOMER][NEUTRAL] I'm just checking the status.
[AGENT][NEUTRAL] Alright, so thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] I just check on the status of my uh thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The application that's all.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hold on one moment. I'm just pulling everything up.
[AGENT][NEUTRAL] OK, so the medical records have been received and it is in review with Dr. [PII], um.
[AGENT][NEUTRAL] There's a dollar amount here, so I don't know if he's almost done with the review. I do see uh $5000 but it says that it's still in review with him, so he is processing it. It's just not completed yet. So I do, whereas last time we didn't see any amounts or anything here, so I do see he's he has received the medical records and he is processing the claim.
[CUSTOMER][NEUTRAL] Right, uh, so it'll be next week right here they'll call you back by next week.
[AGENT][NEUTRAL] Um, yes, sir, definitely. You can give us a call next week. Let me see when this updated.
[AGENT][NEUTRAL] He just
[AGENT][NEUTRAL] Yeah, this was just yesterday, [PII], what's today, the [PII]. Yeah, this was yesterday. So, yeah, I will give a call back sometime next week because he is updating it. So last time he worked on it was yesterday at some point, um.
[AGENT][NEUTRAL] And this amount is new, that wasn't there before. So yes, sometime next week it should be final.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I know I put my checking account information in there so if I do get it be deposit to my account.
[AGENT][NEUTRAL] Let me double check for you. Yes, direct deposit is set up.
[AGENT][NEUTRAL] So once he finishes.
[CUSTOMER][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, so once he finishes um processing with this amount being here, um, that may, it, it'll definitely increase, um, but for right now, I see 5000, um, once he finishes processing, then yes, whatever that total is will be sent to you direct deposit that the evening of whenever he finishes processing.
[CUSTOMER][NEUTRAL] OK, then the rest of that that I guess y'all will pay the other remaining bills that I have.
[AGENT][NEUTRAL] Say, wait a minute, say that one more time.
[CUSTOMER][NEUTRAL] Oh yeah I'll be able to pay the rest of my bills. I have to, uh, like the, the remaining of my bills like my for my prostate cancer treatment I've been going to and these doctor visits and stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you would still have to file the claims, but yes, we can pay out on them.
[AGENT][NEUTRAL] Either you will have to file the claim or um if you want to give your provider your can your um cancer policy number and our phone number to like verify benefits, you can do that also and then they'll bill us directly, so you don't have to do it.
[CUSTOMER][POSITIVE] Alright, thank you, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate you ma'am.
[AGENT][POSITIVE] Well, you're very welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.